Transportation Management

Managing the public transport facilities across multiple detached islands in Scotland

The background

A single commercial company runs the entire public transport facilities across several small detached islands in Scotland. With only a few thousand residents in the area that rely heavily on well orchestrated boats, ferries, buses and taxis the service is actually, in many cases, a life-saver. One company owns this infrastructure and they offer a direct booking service for all forms of transport so that buses run when people need them and cars and taxis can be shared wherever appropriate. The whole business runs on very fine margins as you would expect because the entire service has to be cost effective for residents.

Highlights

  • Liability
  • Mission Critical
  • Tight Margins
  • Public Service

The challenge

With transport costs rising substantially, the company looked at its infrastructure and its bookings process very carefully. In order to maintain a 24 hour service, it was required to employ a cadre of full-time staff to man the offices, phones, faxes and administration. This was putting an unbearable strain on the viability of the service and was starting to effect the entire service level.

Challenges

  • Efficiency
  • Bookings Process
  • Administration

The goals

The company had to cut costs to continue providing a viable and critical service, but, at the same time, try to improve the service levels and availability of bookings given to clients.

Goals

  • Cut Costs
  • Provide Enhanced Service
  • Ease Administration
  • Improve Service Levels
  • Improve Service Availability

The solution

After consulting and understanding the nature of the business problem with Trivaeo, the company engaged Trivaeo to put in place an end to end process for all transport bookings that featured full service automation. It was decided to keep critical administrative staff for administration and Management but Trivaeo automated the entire service by using Voice based services that would allow all users, young and old to book travel requirements via a single phone call.

The entire service was also available via a mobile application, on-line and of course, via mobile devices. The actual solution itself was easy to implement once it was agreed that each and every property in the entire region could be given a membership number and that number alongside the time and date would be used to enter travel bookings quickly and easily.

All transport providers receive real-time updates and records of bookings and the end user clients can track their transport arrivals and to obtain tickets via a unique numbering process for payments.

The entire solution was delivered cloud based and is accessed via the Trivaeo single sign on portal. This portal now forms the one and only booking platform for the entre region and its Islands. The Trivaeo solution enabled the provision of cost effective services and improved the service levels for the transport providers whilst meeting all of the required goals and addressing the challenge head on.

The solution was based on the Trivaeo Automate.NLS solution framework.

Solution

  • Business Consulting
  • Process Automation
  • Business Process Management (BPM)
  • Real Time Bookings Management
  • Interactive Voice Response (IVR)
  • Single Sign on Portal (SSO)
  • Mobile Applications
  • Payments Solution
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